Analisis Tingkat Kepuasan Anggota Terhadap Kualitas Pelayanan KUD Bina Sejahtera Desa Pekan Heran Kecamatan Rengat Barat Kabupaten Indragiri Hulu

Khairandi, R. Okki (2020) Analisis Tingkat Kepuasan Anggota Terhadap Kualitas Pelayanan KUD Bina Sejahtera Desa Pekan Heran Kecamatan Rengat Barat Kabupaten Indragiri Hulu. Other thesis, Universitas Islam Riau.

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Abstract

Analysis of Member Satisfaction Level of Service Quality of KUD Builds Prosperous, Pekan Heran Village, Rengat Barat District, Indragiri Hulu Regency. Supervisor by Mr. Ir. Salman, M.Sc. The level of satisfaction of the members of the builds prosperous KUD in Pekan Heran Village, Rengat Barat District, Indragiri Hulu Regency is an aspect of measuring the quality of service at the builds prosperous KUD. Cooperatives aim for the welfare of members, so it is necessary to improve the quality of service to members. This research was conducted from November 2019 to April 2020. The purpose of this study was to determine the characteristics of the members, administrators, employees and profiles of KUD builds prosperous, to analyze the level of satisfaction and level of performance of services at KUD builds prosperous. The method used was a survey method with total respondents. 47 people (3 administrators and 3 employees). The results of this study indicate that the average respondent is male with an average age of the respondent of 53.96 years, the length of education of the respondent with an average of 9.72, the dependents of the respondent's family with an average of 3.21, the respondent's palm oil recipient. with an average of 2,514,893. Methods of measuring the level of member satisfaction with KUD services using the Customer Satisfaction Index (CSI), Importance-Performance Analysis (IPA) and SERVQUAL methods using five dimensions; Tangible, Reliability, Responsiveness, Assurance and Empathy. In the IPA analysis, the calculation results are between 4.09 and 4.19, so the overall level of satisfaction with the KUD builds prosperous service is very good. In the CSI analysis, the level of member satisfaction is 84.00%, it can be said that they are very satisfied with the services of KUD builds prosperous while in the SERVQUAL analysis the average value of the expectation level is (4.12), the level of performance (4.20) and the Gap 0. 08 can be said to be able to exceed expectations. Overall the level of satisfaction of the members of the KUD builds prosperous services is very satisfied.

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